The Randolph Surgery - Ratings and reviews
Reviews
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Review titled Seriously inept
Rated 1 star out of 5
by Anonymous - Posted on 28 January 2024
I had a heart scan in mid-September 2023. The report was due to be available at the surgery within 10 days. I called the surgery each week to find out whether my report had been received. Eventually, during my call to the surgery in mid-January 2024 I was advised that the report had been with the surgery all the time.
Visited January 2024
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. I will discuss this feedback with our team in our next meeting to ensure experiences improve. Kind regards, GP Surgery
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Review titled Dreadful practice
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2024
Impossible to book appointment either by phone or Dr qr never any appointments available. They send message for you to make an appointment then none available. Had to call One, one, one to speak to a doctor. Are there even any doctors at this surgery?
Visited January 2024
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have hired more staff so we can decrease the waiting times on the line ensuring experiences improve as a whole. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled not a good practice
Rated 1 star out of 5
by Anonymous - Posted on 13 September 2023
Since this surgerys take over a few years ago its gone down hill rapidly. I have to keep chasing prescription,.Made an order 8 days ago for medical equipment, which is a regular thing, To Charter. They then email the surgery for a prescription. Easy Not for this Surgery. I watched them send it while i was there, 8 days late. Doesn't any one there check the emails that come through to them obviosly not. This isnt the first time ive had to complain on this site.... please nhs people give this surgery a good shake up
Visited September 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We will discuss this further with our team in our next practice meeting to ensure experiences improve. Kind regards, GP Surgery
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Review titled Awful Practice
Rated 1 star out of 5
by Anonymous - Posted on 01 September 2023
Spent over 45 minutes on the phone waiting to get through. Was then cut off. Re-rang and spent another 25 minutes waiting and when I get through was told there were no appts. I do not know anyone who ever gets appts. I do not know anyone who is satisfied with this surgery. I do not know anyone who gets their medicines on time. I do not anyone who has ever seen a doctor. Why does this place even exist? Why are there at least 7 people working behind the reception desk and no doctors available? Why doesn't the NHS investigate this appallingly incompetent practice?
Visited August 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. If you would like to discuss this further please call and ask to speak to me. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Unbelievable!
Rated 1 star out of 5
by Anonymous - Posted on 15 July 2023
I visited this practice in June as I was suffering dizziness, sickness and balance issues. Saw a locum, she did tests on me, checked my heart, said did I know I had a heart murmur? I said no. She said she'd refer for an ECG and return the following week. She'd left by then, saw another locum who said no mention of any heart problems or referral had been made on my notes! She checked my heart, said I had no murmur! Who to believe I'm at a loss. Sadly since joining 6 months ago I wish I never did. Left my last practice after 30 years as was taken over by complete incompetents. Other mistakes have taken place too, like being told by receptionist, think she is new, that I hadn't been referred for something in April, which I had been, later having found out. So many members of staff yet many problems such as the phone lines which have improved slightly. Longest wait was 47 mins. So many patients in the reception area are complaining about this practice, yet I can't see anything being done. Never seen a regular gp. The one I did left. What to do, I don't know but one think is the stress and anxiety this is causing me is certainly bad for my health. Weird thing is this practice is rated as Good.
Visited July 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have also lowered the amount of locums we use now & have have hired more reception staff to decrease the waiting times on the line Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Contact impossible
Rated 2 stars out of 5
by Anonymous - Posted on 06 June 2023
Agree with recent comments. They have a vast room full of admin staff yet no-one answers or rarely answers phone. I am dangerously low on crucial meds having had request for repeat meds denied due to needing some unnecessary medical review. Have they called me to arrange? No. Service is hopeless. We will move.
Visited June 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. I will pass the review onto our team however we have now hired more reception staff to decrease the waiting times on the phone Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Utterly useless
Rated 1 star out of 5
by Anonymous - Posted on 06 June 2023
My wife and I have been with Randolph surgery for over three years and are now leaving the practice because their services are staggeringly incompetent. The practice is teaming with support staff but there are 40+ minute hold times to speak with a human on the phone. E-mail messages go into a black hole. If you book a tele-health consultations through their app they don't give an appointment time, they just randomly ring you. If you miss the call? Tough luck. It's back through the app to book again for the next day. Recently I contacted them five for a referral and never received it. In frustration, I went to the surgery and was assured that the referral would be processed the same day. Was it? No. I ended up having to go to a private GP to get a referral for urgently needed care. We are honestly unsure if there are any actual doctors at the practice. In three years we have only seen one once and never spoke to any on the phone. My wife has a chronic, life-threatening condition that requires repeat prescriptions. They routinely reject her prescription renewal requests made through the app and she must wait on hold again and again to get it sorted. Ironically, we switched to Randolph because our previous surgery had abysmal service and care and now they get much higher marks than Randolph: we're switching back today. If at all possible, avoid this surgery at all costs.
Visited May 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have now hired more staff including admin staff & clinical staff to ensure a better service is provided. Kind regards, GP Surgery
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Review titled horribly useless and incompetent
Rated 1 star out of 5
by Anonymous - Posted on 11 May 2023
I have now been waiting 7 days for a prescription. This is what they always do. Over and over again I have to wait. And, from reading the other complaints I see that this is common practice with everyone else who uses this surgery. when you go to the surgery there are barely enough doctors and a room full of administrators who never answer phones. The doctors when you talk to them on the phone (forget about getting an appt.) they don't seem to know what your results are or your history or anything. Do not sign up with this surgery. It is useless.
Visited May 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. Should you want to discuss this further please call the surgery and discuss this with me please. Kind regards, GP Surgery Muhammad Ali - Practice Administrator
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Review titled Uncontactable
Rated 3 stars out of 5
by Anonymous - Posted on 24 April 2023
It is impossible to get through on the phone even after holding on for 1 1/2 hours. They say press 1 for callback but it doesn't work. Dr. iq app is closed after a few hours each day. How does a patient contact his GP. They had too many patients or too few staff.
Visited April 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Good afternoon. Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. In the last week we have hired two more staff members to help with lowering the wait times on the phones & I have also contacted the phone lines team to look into the callback system. Kind regards, GP Surgery
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Review titled inconsistent care, little follow through
Rated 1 star out of 5
by Anonymous - Posted on 17 April 2023
I've been at this surgery over 30years and it is very poor now. There is zero prospect of getting the same GP, let alone nominated GP. I have complex healthcare needs, making care more challenging when different GPs try to understand a very complex picture in 5minutes (no chance). There is little followup on flagged tests, I have to chase, not vice-versa. GPs often can't find my results, so wasted appt and I have to make another. It takes 30-75min to ring for appt before 08:30am, sometimes appts are still available on DriQ but denied to those calling in. I estimate 90% of my appts are only calls that come at random time in day, never when they say they will call so some privacy can be anticipated (which is very difficult when at work sharing desk with colleagues). A video appt has never been offered since takeover in 2018 to now. Very unsatisfactory. A canny GP sees so much when you are seen in person. Some calls are 3minutes. Find another surgery.
Visited April 2023
Review titled The Randolph Surgery
Replied on 05 February 2024
Dear Patient, Sorry to hear about experience you had. Our team strives to give the best patient care and all feedback is taken very seriously. We have recently hired more reception staff to improve our waiting times on the line which I hope you can experience our improvement. Kind regards, GP Surgery